In my opinion, OpenPhone is a disappointment as a platform, as a company, and as a business tool
June 10, 2024

In my opinion, OpenPhone is a disappointment as a platform, as a company, and as a business tool

Anonymous | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Software Version

Premium

Overall Satisfaction with OpenPhone

I am a sole proprietor managing a few different small business ventures that each have their own phone number. I migrated to OpenPhone thinking it would be an improvement over Google Voice due to the additional business features and customer management options they offered. I don't market heavily via sms. I just need to reliably communicate with customers.

Pros

  • charge fees
  • In my experience, send you in circles when you need support
  • In my experience, randomly change links on their website and create lots of 404s in their documentation

Cons

  • In my opinion, support needs to actually help customers instead of copy and paste platitudes
  • In my opinion, be more transparent with fees
  • In my opinion, stop overselling infrastructure and focus on reliability
  • In my experience, it has frustrated my customers and possibly cost me new business through missed calls and frustrated leads.
  • In my experience, it has wasted my money on failed "trust registration" attempts.
  • In my experience, it has wasted hours of my time in my attempts to resolve issues via their support system.
Google is not my favorite business, and they have a reputation for suddenly shutting services down. I migrated to OpenPhone from Google Voice because of this worry. However, after over a year of dealing with OpenPhone problems, I wish had just stayed with Google Voice.

Do you think OpenPhone delivers good value for the price?

No

Are you happy with OpenPhone's feature set?

No

Did OpenPhone live up to sales and marketing promises?

No

Did implementation of OpenPhone go as expected?

No

Would you buy OpenPhone again?

No

Switching to OpenPhone was a huge mistake for me. In my experience, it's cost me hours of frustration, wasted money on failed "trust registration", and damaged customer relationships with frequent outages and unreliable service.

OpenPhone Feature Ratings

1.0
Hosted PBX
1
Multi-level Interactive Voice Response (IVR)
1
User templates
1
Call reports
1
Directory of employee names
1
1.0
Answering rules
1
Call recording
1
Call park
1
Call screening
1
Message alerts
1
1.0
Video conferencing
1
Audio conferencing
1
Video screen sharing
Not Rated
Instant messaging
1
1.0
Mobile app for iOS
1
Mobile app for Android
1

OpenPhone Support

In my experience, their support feels like the opposite of support. They send you in circles, never directly answer questions, provide vague suggestions with unwanted platitudes, and they often take days between responses to provide that. For me, it's a frustrating experience that leaves you with a net loss of time and energy versus before you reached out to them. In my opinion, you definitely don't get "support".
ProsCons
None
Slow Resolution
Poor followup
Less knowledgeable
Problems left unsolved
Not kept informed
Escalation required
Difficult to get immediate help
Need to explain problems multiple times
Support doesn't seem to care
Slow Initial Response
I upgraded to the "Business" package from "starter", but it didn't seem to provide any improvement in support.
Yes - In my experience, none of the issues I've had with OpenPhone have ever been resolved in a timely fashion--many of them were never resolved at all.
Unfortunately, I cannot. In my opinion, Support has been consistent in their ability to disappoint and frustrate.

Using OpenPhone

In my experience, App features are buggy and confusing, and they often don't match the descriptions and screenshots in their documentation. In fact, many of their help links go to 404 "page not found" errors.

In my experience, there are frequent outages and quality issues. My customers prefer to talk to me on a different line, because they find it difficult to understand me on OpenPhone.
ProsCons
Technical support not required
Do not like to use
Difficult to use
Not well integrated
Inconsistent
Cumbersome
Feel nervous using
  • closing the app.
  • force-closing the app.
  • sending messages
  • making calls
  • editing settings
  • trust registration
  • opening a support ticket
  • finding documentation instead of 404s
  • managing billing
  • managing users and permissions
Yes - it works just as well as the web interface, the macos app, and the ios app––that is, in my experience, none of it works well at all.

OpenPhone Reliability

In my experience, I can't even scale up to sending messages from a single number because of their broken and messed up "trust registration" system.
For me, there have been too many outages to rate this higher than "1 worst".
I think the platform is buggy and confusing. There are numerous outages. And the call quality, according to my customers, is atrocious.

Relationship with OpenPhone

"Sales" was easy. Initial signup was quick. In my experience, adding more users and numbers turned into a nightmare for me when they tried to charge me more than their pricing page and terms indicated.
In my opinion, their support is slow and horrible. I've never had a satisfactory resolution to an issue that I have brought up to them--even though we went back and forth dozens of times over weeks with multiple support people involved.
In my experience, Billing lacks transparency, and they have made billing errors (overcharging me) since I started using them. I think the "trust registration" is an insane ripoff charging around $20 for every attempt. Crazy.
Yes. In my opinion, go somewhere else.

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